Purpose of the session

• Determine how the solution helps customers.

• Test & evaluate potential solutions with users to inform future state of the service 

• Discover opportunities for improvement through customer feedback

Participant Details

• Zulekha Hospital / 5 facilities / 900 staff / Does all staff and facility licensing

• Aster Hospital / Many facilities / +1000 staff/ Manages PRO team of 6

• Freelance / 5 facilities of various sizes / Does all facility and staff licensing for multiple clients

• Bishara Medical Center / 1 facility / 15 staff / Does all facility and staff licensing

Pain Points

• None of the participants clicked on 'Retrieve ID'.

• On the application form page, some users preferred having two separate CTAs to close the application instead of one, which are'Save & Close' and 'Cancel'

• When an application is submitted, participants mention that an invoice is required, and it needs to show the staff name and facility name as it currently doesn't.

• On the medical professional profile, participants want to see a professional's category (Nurse, Doctor, Pharmacist) etc as well as their specialty in the key details.

Recommendations

• Showing the information only after they click it would be more user friendly

• Proper A/B test (quantitative) with users could get more accurate results on which approach to follow

• For applications where an applicant makes a payment, display the invoice for applicants allowing them to view it and download it if needed. The invoice must show all details of the payment.